topic Re: Trouble with verification in Get Support

Trouble with verification

Medhavi — Mon, 26 Jun 2023 13:14:24 GMT

@CS_Agent I joined PM yesterday and ported my old number from Rogers and while the port was successful I have been unable to get the verification code on the number. I am able to send texts and make calls from the number though.
I also still have an active plan with Rogers so if that is causing this issue am I able to change my number with PM?

Re: Trouble with verification

softech — Mon, 26 Jun 2023 13:23:24 GMT

@Medhavi wrote:

I also still have an active plan with Rogers so if that is causing this issue am I able to change my number with PM?

@Medhavi if you still have active service with Rogers, then the port was NOT completed

There is a number to call to talk to live support, they can re-trigger the process for you. I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) . Check the envelope icon on top right. Call them and get it fixed

Re: Trouble with verification

Handy1 — Mon, 26 Jun 2023 13:24:38 GMT

@Medhavi If your rogers acc out is still active the port was not completed . If you tap reset a few times to you not get an option to send code to email instead . As for services not working you may need support to re provision your account please contact support

message support directly

while your already here and logged in the community you can send a private message To CS_Agents click

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Trouble with verification

hTideGnow — Mon, 26 Jun 2023 13:25:31 GMT

HI @Medhavi tagging CS_agent won't help. You have to reach out to them

So, you are not receiving text? how about incoming calls? check if Rogers sim still able to make calls.

I will message the PM porting team number to your community inbox, call them and check if porting really done

Re: Trouble with verification

esjliv — Mon, 26 Jun 2023 13:28:23 GMT

@Medhavi - it is unclear if you meant you didn't receive the SMS text from Rogers yet, or you cannot receive ANY text SMS or shortcodes or anything to your phone?

If you didn't receive the SMS text from Rogers see @softech or @Handy1 post to restart that process.

If you cannot receive ANY SMSs try:

restart your phone
toggle into and out of airplane mode
perform a Reset of the device's Network Settings
move your sim card to another phone to see if services works

Is this a 'new to you phone'? If so, does the old number need to be deregistered from the device, then the new number be added/registered to the device?

Re: Trouble with verification

esjliv — Mon, 26 Jun 2023 13:30:03 GMT

@Medhavi - ALSO, we are customers and members that post here in the Community to help one another, NOT CS_Agents. IF you click on the hyperlink you added in your post that is how you can SEND A MESSAGE that is private to them.

Re: Trouble with verification

Medhavi — Mon, 26 Jun 2023 13:46:37 GMT

Thank you, since I am new I am still unfamiliar with how the community tab works.

Re: Trouble with verification

Medhavi — Mon, 26 Jun 2023 13:55:16 GMT

Thank you, I did not know how to message them directly and for someone reason the website on the phone is a little harder to navigate but I have contacted them. Thanks once again!